When preparing for a hotel presentation, we often have to ask many questions to hoteliers. They always wonder: “Why do you need to know all of it?” For some reason, they don’t immediately believe that Russian tourists (and respectively travel agents) are very exacting ones - they want to know in advance all the details and specialities of upcoming holiday. Shall we tell you, why?
The most important question is the beach. It is important for tourists to know not just whether it is sandy or pebbly. They want to know how big is the pebble or the sand on the beach, and what color it has. And definitely, they need to know what kind of sea entrance is - a shallow or sharp descent? Are there stones at the entrance? How big are they? Do guests need special shoes? How often does the wind blows? Are there algae? If you thought that these questions concern only the general manager of the hotel and the beach staff - you were wrong, and you are clearly not ready for the presentation to the Russian agents.
How many steps from the reception to the beach? What is the size of bed linen (the child is allergic, so we will bring our own one)? How are all inclusive tourists marked - cards or bracelets? What brand of cosmetics is used in bathroom? What kind of compliment do tourists receive upon arrival? Is it possible to change sea water for fresh water in a private pool and how much does it cost? To what temperature can the water be heated in a private pool and is it possible? This is only a small part of the questions answered by our representatives at sales calls presentations. When we start to work with a hotel, our foreign colleagues begin to have the jitters - why it is needed to know? Who needs it? Are such questions really asked? Yes, they are.
You have to comprehend our tourists - recently they pay a lot of money (in comparison to their salaries) for their holidays and want to know exactly what they will receive. Due to the weakening of the ruble, the cost of tours abroad for Russians is constantly increasing. Earlier the tour, which costed 1 000 Euros, was equal to the average monthly salary of an ordinary person - 45 000 Rubles, then it became equal to 55 000 Rubles, then 65 000 Rubles, and now it costs more than 75 000 Rubles! But the average salary of an ordinary Russian remains the same - 45 000 roubles. That is, people really collect money for annual vacation at sea, and by asking a huge number of questions, they make an attempt to check that the money they save up will not be wasted.
Once we together with one of our client were at a presentation, where the representative of the customer made a presentation. In the office of a tour operator they were asked above mentioned questions. And when the manager could not answer them, the operator’s staff interrupted the meeting and went to their working places. The customer was offended by such “impolite behaviour”. And the managers simply answered that they could read themselves what they were told in the booklet and on the website. They needed DETAILS.
So, when we make electronic presentations of the hotel, we show on the screen not just a picture and a line of explanation, but a slide with maximum information. The presented information is so full that the spokesperson cannot speak at all - everything is visible and readable on the slide and in details: type of room, view from the room, room size, is there a partition in the family room and what type is it, what is provided upon arrival, what type of cosmetics is used, what is the maximum capacity of the room (including baby cot or not). The most important thing is that after the seminar we can send this presentation to all participants. And they will refer to it as a reference book, because it includes the answers to most of their questions.
Marina Zatsepina, with more than 15 years experience in Marketing in Tourism Industry, Marina is our expert in promotion on the Russian market. She worked in position of Marketing Director in one of the biggest tour operators in Russia, before to organize in partnership with Natalia Klimenok it's own enterprise. She graduated from Penza State University (Russia) with specialization in Public Relations, and has Master Degree in Russian-English Translation from Kent State University (USA). Recently Marina works in BAGINET PR and Consulting Agency as Commercial Director.